There’s a number the quality control industry has quietly agreed never to say out loud. On their best days, with their best teams in place, contact centers are reviewing somewhere between 2 and 5 percent of their customer calls. The rest go unheard.
This isn’t a small company problem or a resource problem. It’s a structural one. It has existed for as long as customer care centres have existed. And for the longest time, the industry simply made peace with it because there was no other option.
That is finally changing.
Three things came together to make 100% audit real in 2026. STT technology that can actually handle the way people in India speak, Hindi, Tamil, Telugu, Kannada, and the code-switching that happens naturally in every Indian customer call. Akshara, our in-house STT model built specifically for Indic telephony, beats all benchmarks on Indic telephony datasets.
Large language models capable of understanding context and sentiment, not just transcribing words. And infrastructure costs dropped to a point where full coverage stopped being a luxury for large banks and became something a mid-sized business could actually afford.
The result: no customer left unheard, no compliance breach slipping through undetected, no missed upsell going unnoticed. Companies we work with are already seeing a 7 to 15 percent increase in lead-to-conversion rates.
The AI does the listening at scale. The humans do the thinking.
Read the full piece on Express Computer.